Wed.Sep 28, 2022

20 Easy Ways To Celebrate CX Day and Customer Service Week

Doing CX Right

What is CX day and Customer Service week all about? Learn The Who, What, Why, and How to celebrate the global event, plus keep the momentum going. The post 20 Easy Ways To Celebrate CX Day and Customer Service Week appeared first on Doing CX Right.

3 Areas of Customer Experience Where Human Expertise Is Absolutely Vital

InMoment XI

Customer experience (CX) measurement has become a priority for most large organizations. Systematically gathering and analyzing data from online surveys and other sources such as product reviews, customer complaints, etc., is viewed as an imperative. And for good reason.


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Do Your Live Chat Agents Measure Up? The 9 Best Key Performance Indicators and How To Use Them


Looking to improve your customer service? Before you begin making changes to your service delivery and your staffing practices, it’s important to understand how your organization compares against industry.

3 Tips to Improve Internal Customer Service Through Technology


In today’s world, many companies are focusing on improving customer relationship management, and rightly so. Getting customer service right isn’t easy.

Create Engaging Scenario-Based Training on ANY Budget

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.

How to keep a customer insight platform vibrant once the novelty is over


A customer insights platform can be your business’ most powerful tool if you keep it engaging and cohesive with your organizational goals. Customer Experience

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Apply Critical Thinking And Culture To Reduce Insider Risk

Forrester Digital Transformation

Learn how to reduce the three most common types of insider threats in this Security & Risk event preview. Cybersecurity GRC - Governance, Risk, And Compliance Insider Threat risk management security risk management

10 Best Shopping Bots That Can Transform Your Business


Last Updated on September 27, 2022 The mention of shopping bots immediately brings up an image of a humanoid robot going about shopping for you while you wait at home for the “shop droid” to return.


Successful Digital Transformation Requires These 2 Strategies

Upstream Works

Most businesses are undergoing some form of digital transformation, which will have a profound impact on contact centers. This provides an on-going opportunity for innovation, and to do so successfully, contact centers should harness the power of their data and embrace technologies like AI.

A Superb Read to Help You Move Your Business Ahead

Middlesex Consulting

If you want to improve quality, cut costs, and get better outcomes, then you should read the book I just read about how to improve patient outcomes, cut medical expenses, and prevent many deaths in the surgery suite and the ICU.

The Changing World of HR: Prepare Your HCM for the Future

Speaker: Mark Stelzner - Founder & Managing Principal at IA

Join Mark Stelzner of IA as he discusses how to optimize your current HCM system and the opportunities for new tech.

How to Celebrate Customer Service Week 2022 (3 Steps)

Myra Golden Media

Download agenda, themes, certificates and more here! Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line!

What Are the Types of Content?


If we’re being honest, the internet already has more than enough content. Search virtually any topic, as broad or niche as you can come up with, and you’ll likely receive not just a result or two but page… after page… after page… of content. And it’s not even all good.


Amazing Business Radio: Mita Bedi

Shep Hyken

Customer Delight as a Survival Strategy. How Customer Experience Can Save Businesses in the Current Economy. Shep Hyken interviews Mita Bedi, CEO and Co-founder of Resonate Solutions , a customer experience management platform.

National Customer Service Week 2022!

Myra Golden Media

When was the last time you celebrated something? Whether it was recently or too long ago, prepare yourself because this is for you: National Customer Service Week!

CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.

12 reasons Customer Success teams need training


This is a guest article written by Todd Eby , founder and CEO of SuccessHACKER. In the business landscape today, Customer Success is a bit of an outlier. It’s newer when compared to more established departments like sales and marketing.

Weave Storytelling into your UX Presentations

dscout People Nerds

Storytelling is a persuasive tool. Leveraging it in the right way can compel your team to take meaningful action

Tools 56

Supermarket loyalty cards compared

Helen Dewdney

This is a more detailed version of the article The seven best supermarket loyalty schemes: From Waitrose to Lidl… are they any good and what are the best strategies to maximise savings? in the Financial Mail on Sunday 26/09/22. Loyalty cards have their benefits.

Email Support: Best Practices for Delivering Top Service


For customers with less urgent concerns, email support offers a convenient, etched-in-digital-stone solution. This channel remains a popular choice among consumers despite the introduction of instant messaging and social media. In fact, a 2018 HubSpot research showed that 62% of consumers prefer using email to contact customer service. Digital CX

Top Techniques for Coaching Your Contact Center Agents

Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue. Sign up today!

Customer Success Considerations: SaaS Average Session Duration


As a SaaS CSM, what metrics are you tracking to give you a sense of customer satisfaction? You’re probably looking at NPS, survey feedback, and engagement rates to understand better how a customer is feeling and what they are thinking about your team and your product.

The Future Of Manufacturing

Forrester Digital Transformation

In volatile market conditions, manufacturers must become quicker, smarter, and greener to survive. The transformation of traditional — often conservative — manufacturing firms involves more than just making existing physical processes more efficient.

Conversational Support: Definition, Tips and Software Features


Research shows that 55% of businesses that use conversational support and marketing receive higher quality leads. Additional reports by Juniper Research endorse this, showing that voice and chat technologies are projected to bring in $290 billion in sales by 2025. .

In economic downturn, adopt durable growth for better customer experience


This post originally published on CMSWire. First, the bad news …. The 12-year tech bull market ended with a crash. Inflation is up. Consumer confidence is down. New logo acquisition is likely to fall, putting more pressure on SaaS companies to stay above the line by boosting renewal rates.

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Industry Shake-Up: 2023 Commerce Trends To Rock Your World

Speaker: Ashlee Aldridge - Reach Partners LLC | Bill Mirabito - Chameleon Collective | Ronak Shah - PSA Retail & CPG, Amazon Web Services | Wayne Teigen - Pivotree

Join this exclusive conversation with our expert panelists and learn how you can thrive as an e-commerce retailer - even when faced with adverse market challenges. Don't miss out; register today!

Psychographic segmentation: what is it, how does it work?


As its name suggests, psychographic segmentation is a form of segmentation that groups consumers and/or customers according to various psychological factors.

To build a durable SaaS business, rethink your product roadmap


This was originally published in DevOps. During a tech downturn, with enterprises cutting their subscription software budgets and VC funding drying up, SaaS businesses are increasingly shifting their strategic focus from growth to resilience.

In The Mature WAF Market, Product Offerings Continue To Expand

Forrester Digital Transformation

At first glance, the web application firewall (WAF) market — populated by long time vendors with robust partner programs, extensive supporting services, and a slew of customer engagement opportunities — may seem like a space that has topped out.

Why simplicity is crucial for SaaS businesses (and how to keep things simple)


This post was originally published on Entrepreneur. The software world is chock-full of models, frameworks, schemas, configs, processes, workflows, journeys, blueprints and so many other business-planning growth strategies that make every business consultant’s mouth water.

Drips, Bots, and Blogs: A Non-Traditional Approach to Learning Reinforcement

Speaker: Shannon Tipton, Chief Learning Officer, Learning Rebels LLC

Today's work culture requires giving people the ability to control when and where they participate in their professional development. Learn how you can provide valuable, self-directed bites of learning content (and strategies to make that content stick) in this webinar!